Description

New Tools and Best Practices for Driving More Sales and Profits with Salesforce.com

From Chatter to the Service Cloud, Salesforce.com now offers unprecedented opportunities to supercharge business performance. But most SFDC customers won't achieve that potential. Salesforce.com® Secrets of Success, Second Edition, is the one guide that will help you transform these opportunities into profit.

Drawing on his personal experience with more than a hundred deployments, David Taber guides you through every aspect of Salesforce.com planning, implementation, and management. Building on a first edition that earned rave reviews, Taber focuses on the most valuable innovations in Salesforce.com’s most recent releases.

Establishing realistic “hard” and “soft” metrics for everything from productivity and profitability to social CRM performance

Discovering today’s most valuable third-party AppExchange products

Together with its companion website (SFDC-secrets.com), this new edition offers updated questionnaires, worksheets, templates, checklists, and other resources for every executive, team member, developer, and stakeholder.

Sample Content

Table of Contents

Acknowledgments xxiAbout the Author xxiii

Introduction xxv

Executive Summary 1What Every CxO Needs to Know about Salesforce.com 1Why Are You Looking at an SFA or a CRM System? 3Keeping the Big Picture in Focus 6Your Role in Driving Project Approval 10Your Role Once the Project Is Under Way 16Your Role in the Adoption Cycle 25Your Role after Deployment: Using SFDC to Help Drive the Ship 30Essential Tools for the Executive 34

Chapter 3: Preparing Your Data 127Getting the Lay of the Land 127Migrating Data from an Existing SFA or CRM System 129Migrating Data from Other Systems 140Your Big Weekend: Doing the Import 140There's Got to Be a Morning After: Deduping Records 142The Morning After the Morning After: Enriching Data 147The Ultimate Job Security 148Creating a Cost Model for Clean Data 151

Chapter 4: Implementation Strategy 153Big Bangs and Waterfalls 154The Agile Manifesto 155You Really Have to Plan: Agile Development Is Not Enough 157Wave Deployment 158What's in a Wave? 159Planning the Sequence of Waves: WaveMaps 161Collecting Resources for a Wave 168Starting the Wave 173As a Wave Takes Shape 176Dirty Little Secret: The Data Are Everything 178During the Wave: Real-Time Scheduling 179Kicked Out of a Wave 183Wave Endgame 183Deployment 184Getting Ready for the Next Wave 187Postimplementation Implementation 188

Part II: People, Politics, Products, and Process 193

Chapter 5: People and Organizational Readiness 195Using the SFA Maturity Model 196Part I: What Does Management Want to Achieve, and How Hard Will It Be? 197Part II: Is Your Organization Ready for Its Target Level? 205Part III: How Big Is the Gap? 213Understanding the Next Wave of Users 215User Training 218What User Readiness Means for Deployment 220Postdeployment User Frustration 221How Many Administrators Does It Take to Screw In a Light Bulb? 222

Chapter 6: Working the Politics 225It's Not Just Big Organizations 225Who's the Champion? 226Who Pays for the System Implementation? 231Who Will Own the System? 233Who Owns the Data Now? 236Dealing with Review Committees 242Identifying and Dealing with Opposition to the Project 243The Politics of System Adoption 244Identifying and Dealing with Adoption Problems 249Indoctrination 251The Politics of Restriction 252

Chapter 7: Products You Will Need 255Don't Overdo It 258First, Seek to Understand 259Next, Weigh Your Options 264Essential Toys: Featurettes 270Essential System Administrator Tools 272Essential Add-Ons for the Marketer 276Essential Features for Sales Management 278Essential Tools for Support 284Essential Extensions for Finance 287Essential Features for the Executive 289

Chapter 8: Optimizing Business Processes 291What Is a Business Process? 292How Do Business Processes Fit Together? 293Which Business Processes Do You Need to Think About? 296Analyzing Business Processes 306Example Business Process Analysis 311How Much Should Be Changed? 316Best Practices with Business Process Redesign 317Making the Changes 321After the Changes Are Made 322

Chapter 11: Best Practices in Customer Support 457Support Organizations and SFDC 457Universal Support Best Practices 459The Customer Order Support Center 471Order Expediting, Distribution, and Shipping 474Customer Help Desk 475Technical and Warranty Support 476Professional Services 482Service and Support Executives 485